In the law on the protection of consumer rights, the return of goods purchased by citizens has been provided for since 1992. In its wording dated May 1, 2017, there is Article 25, which should be referred to, protecting your interests. According to this article, each person has the right to return the goods he bought back to the store if the thing is of inadequate quality or is defective. You can also return the item after a few days if it does not suit you in size, color, configuration, dimensions, shape, style.
Along with the return, it is possible to exchange the goods within the same time. But for both exchange and return with a refund, the consumer must comply with the mandatory conditions:
When thinking about whether the buyer can replace an item that does not fit for a similar one, it should be borne in mind that the desired product is not always available in the store.
If the product does not fit, the seller is obliged either to return the money, or to exchange the product to the client within a period of not more than twenty days.
Within what time it is possible to return goods to the store and how many days the parties are allowed to return money by law, we will consider below.
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How long does it take to return an item
The law, approved with the aim of protecting consumer rights, regulates clear deadlines for the return of purchased goods. They are fourteen days from the date of purchase. If the last day of this two-week period falls on a weekend, holiday, non-working day, it will be moved to the first working day after the weekend.
These deadlines for the return of goods under the law of consumer protection and the very possibility of returning the item are valid only in the relationship between consumers and the store that directly sold the object. This means that it is impossible to return the purchased item to another store, even if it belongs to the same trading network. The reason for the return in this case does not matter, the claim is made exclusively to the store.
Knowing how long it takes to return goods to the store and what conditions must be met for this, problems usually do not arise. Often you don’t even have to write a claim, as the seller, who complies with the law, goes to meet his customers. If there are problems with the return, the store refuses to immediately return the money to you, consider how long you can still exercise your rights. Often stores deliberately delay this time so that you can no longer achieve anything legally. In this case, having calculated how many days you can return the item, it is better to immediately write a claim to the store administration. This is the only way you can protect your rights if the case ends in court.
The application must be considered within ten days with an official response.
If after that your requirements were ignored, you can apply to Rospotrebnadzor, and then to the court. Knowing how long it is allowed to return the goods if it does not fit, it is also important to take care of collecting confirmations of the fact of purchase, the reason for the return, and the justification of your other requirements, if any.
Goods of proper quality
Since no one is immune from the risk of purchasing low-quality products, citizens need to be aware of their rights. Only in this way will your interests and money be protected in such cases. But before answering the question: “Can I return the product and for how long?” - it is important to establish whether the thing belongs to the category of inadequate quality.
As stated in articles 4 and 469 of the Civil Code of the Russian Federation, improper goods are:
- Not corresponding to the declared parameters and the declared quality;
- One that cannot be used for its intended purpose.
Quality food and non-food items are generally not returned, even within the allotted time. Such things can only be returned if any parameter indicating inadequate quality is identified. At the same time, things that have lost their characteristics due to improper use by the consumer are not considered improper.
Pursuant to the 2017 LDPA (Article 18 on Buyer Protection), within the legal two-week period for returning the purchased product, the consumer has the opportunity to:
- Return the goods to the store, returning your money; You can return only to the same store from which you have a receipt, and only within the standard allotted time (if the two-week period is skipped, even an improper item cannot be returned);
- Give the object to the service center for free warranty repair;
- Request a price reduction
- Exchange a thing for another, of proper quality; if the seller does not have a similar product and it is not possible to deliver it within twenty days or the buyer cannot wait, the money is returned.
Do not forget about the compensation of losses incurred by the buyer, for example, for the delivery of the purchased goods. In order to exercise this right, observing the return deadlines, it is important to correctly draw up a claim. The most detailed information about the possibilities of buyers during the return and exchange, when the product is of the proper quality, can be found in Article 25 of the Law "On Protection of Consumer Rights".
Poor quality goods - marriage
Items with a defect or marriage are usually technically difficult. This includes smartphones and phones, digital cameras, TVs, navigators, computers, household appliances, vehicles, and more.
Technically complex goods can be returned within fifteen days after purchase.
But there is one nuance in the question of in what period the consumer is allowed to exercise the rights of return. After the expiration of the two-week period allotted by law, the buyer may apply to the seller with the following requirements:
- The thing was given to the service store to eliminate the shortcomings, but the repair was not completed on time;
- During the year after the acquisition, the thing was repeatedly under repair, and in the aggregate it was impossible to use it for its intended purpose for more than thirty days;
- During operation, serious structural defects were found.
If it is necessary to return the goods, the seller is obliged to check them in the presence of the consumer. If he claims that your claims are unfounded, he has the right to conduct an examination to identify the marriage. Keep in mind that in the event that the damage appeared due to your fault and this becomes known during the examination, you will be required to bear all costs associated with its implementation.
In case of marriage, with the timely detection of low-quality goods, you need to take a cash receipt and go to the store where the purchase was made. If the seller agrees to take the goods back, bring it and give it back, if you are denied a refusal, make a written claim to the store administration. Further - to Rospotrebnadzor and, if necessary, to the court. When you have done everything within the period within which a return is possible, you can demand compensation for moral damage from the defendant through the court.
Return to online store
Contrary to the delusion of many buyers and even entrepreneurs who sell remotely, they also have to deal with such a situation as returning goods to an online store. At the same time, the consumer has the legal right to refuse the purchase not only before it is received (at any time, even if it has already been sent to him). Few people know how long it takes to return a purchased object to an online store.
It is allowed to return the goods to the online store within the first seven days after receiving it.
But there is one very significant nuance: if the seller has not notified you about the time frame for returning his goods, you have the right to return it within three months, not seven days.
But you should not think that you can derive any benefit from this, since the goods, the return of which you intend to issue, must be with the preserved presentation, all tags, labels. Regardless of how many days you are given to refuse the thing, it must remain suitable for further sale. At the same time, there are no requirements for the safety of the packaging, since it can also be wrinkled during delivery. What is important is that you have documents that confirm the fact of purchase.
Even within the established seven-day period, the return of goods that are intended for personal use is not possible. This also includes post-purchase purchases made to order.
Interestingly, online stores are not covered by the list of goods that are not subject to return. This means that the consumer has the right to return almost any item, including women's tights. Carefully consider how much time has passed from the date of receipt of the item. If you are late for at least one day - according to the law, no one owes you anything.
You can issue a return by mail or transfer from hand to hand. An order that did not suit you is transferred, copies of documents proving the fact of its purchase, and an application is attached demanding a refund. In the event that the goods are damaged on the way to the seller, your claims should be directed to courier service: the online store in this case is not obliged to accept the damaged item.
The money paid is returned exclusively to bank card with which the payment was made. No other options are allowed by law. If the card with which you paid for the order is lost, no longer valid, the money is sent to the card of the same person in whose name the previous one was issued.
Return food
First of all, consumers need to know that food, if they are of adequate quality, is legally impossible. You can exchange or return money for a purchase only when the food is spoiled. This is not only about products that have expired, and you found it at home, sale food products, whose expiration date has expired, is generally strictly prohibited by law. You have the right to make a claim, even if you bought a product that was fit for time, but it is damaged or of poor quality. Returns of such products have a time frame limited to the expiration date of the product.
Food products can be replaced with the same, but with normal expiration dates, or similar ones of another brand. Products purchased in the store can also be returned with a refund.
Guarantee period
Article 19 of the Consumer Rights Protection Act sets out specific deadlines for returning goods to a store. According to this article, the buyer may submit claims to the seller due to identified deficiencies that were discovered during the warranty period. Explanations to return the goods to the store from the buyer in this case are not required. If the warranty period is not established for the item, the buyer can still make a claim within no more than two years, no matter how old it may seem to him.
The warranty period is counted from the date of purchase of the object of purchase. If we are talking about seasonal shoes or clothes, the countdown for returning goods to the store starts from the onset of the season. You should also pay attention to what expiration date the thing has: this is not the same thing as a guarantee.
The warranty period for the exchange of goods or its full return without explanation of reasons can be established both for the entire product and for its individual components. When figuring out how long it is possible to legally return the goods to the seller, and to yourself - the money, consider the fact that if the product warranty has already expired, but its components have not, this automatically extends the time for making claims to the seller.
The period for returning an item to the store becomes longer than the warranty period, if the latter is less than two years, and the product failed through no fault of the buyer earlier than two years. The store is obliged within these terms to accept the item that the buyer returns and return the purchase in the form of money paid or in the form of an exchange. There are actually a lot of nuances, so often when asking “Can I return the product I bought earlier and at what time?” If you bought a rather expensive item, it makes sense to consult a lawyer. The term for returning goods to the store is limited, but knowing your rights gives you many opportunities.
Which products are non-refundable and non-exchangeable
Before determining at what time you can return a particular product, you must definitely pay attention to the list of things that, according to the law, it is forbidden to return back to the store. Let's make a reservation right away that this ban applies primarily to products without marriage and of proper quality.
Non-refundable:
- Means of individual hygiene.
- Medical, medicinal preparations.
- Perfumes, household chemicals, cosmetics.
- Vehicles including scooters, motorcycles, bicycles, boats, motorboats and so on.
- Technically complex products (household and other appliances).
- Electric cables, wires.
- Domestic animals, domestic plants.
- Printed publications.
- Food.
- Home furniture.
- Textiles, knitwear.
- Construction and finishing materials.
- Utensils made of polymeric materials.
- Weapons, ammunition
All of the above products cannot be returned if you simply do not like them or for other reasons do not fit. To return them, a claim for quality is required. Whatever of the claimed flaws were identified in this case, their presence must be confirmed, and this must be done within the time period within which, according to the law, things can be returned.
What to do if the check is not saved
The cash receipt issued to the consumer upon purchase of the goods serves as a legal confirmation of the fact of the transaction between the seller and the buyer, as well as the main document for returning the item within the prescribed period. At the same time, the law that protects the rights of consumers in Russia provides for the possibility of returning the purchased item to the store if the receipt has been lost. But instead of a check, you will have to provide other documentation confirming the purchase of a particular product in the store where the consumer applied. For example, upon purchase, a warranty card, a commodity invoice, operating documents with store marks, and so on can be issued. Even the testimony of witnesses can serve as evidence.
Considering how many days you have the opportunity to return the item if the receipt is lost, it is important to process the return of the goods within the shortest possible time. To do this, you need to submit an application to the store administration, which will describe the situation: what product was purchased, when, for what price, why there is no receipt, to exchange or return with a refund you want your purchase.
Returns can only be made to the store where the product was purchased. Applications should be issued in two copies: one is submitted to the store, on the second the responsible employee marks the acceptance of the appeal, and it remains with you. Estimate how much time you have for a peaceful settlement of the issue. Copies of all documents that you have to confirm the fact of purchase are attached to the application. At the same time, do not forget about the return conditions - the requirements that the returned product must meet.
When the seller unlawfully refuses you, then you need to contact Rospotrebnadzor, and if this did not give the desired result, go to court. But before that, make sure that you really have grounds for claims.
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Each buyer faced a common problem: a product was purchased, but it turned out to be inappropriate or simply did not like it. How to proceed in such a case? Is it possible to return the purchase to the store and not explain the reasons?
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The receiving party must sign your copy, indicating the date of receipt of the document, place of work, name and position. If an attempt to figure it out on your own is not successful, then.
Also You can ask for help from Rospotrebnadzor or the Consumer Rights Protection Society. There you can be given the necessary legal advice on pre-trial settlement of the dispute, as well as assist in filing a claim and protecting interests in court.
Return of good quality goodsproduced in accordance with the provisions of the legislation of the Russian Federation. In our article, we will talk about the conditions for returning goods of good quality and the terms in which this is done.
What are the terms for the return of money for goods of good quality?
It is legally stipulated that the consumer has the right not only to return low-quality goods to the seller, but also to return goods of good quality.
In particular, the buyer can exchange a quality product for its analogue if it does not suit him in any way (they did not suit the size, color, specifications etc.). He can do this within 2 weeks from the date of purchase; The countdown starts from the day following the day of the transaction.
However, the return of goods of good quality can only be discussed under certain conditions:
- the product has not been used by the consumer;
- its consumer properties and marketable condition but completely preserved (seals, manufacturer's labels, etc. are not broken);
- it is not included in the government-approved list of non-food items that are not subject to exchange;
- a cash / sales receipt or a document that can confirm payment for the purchase is saved.
With regard to the latter condition, in the absence of such documents/receipts, the consumer may involve witnesses of the purchase and sale transaction, who are ready to confirm this fact.
Don't know your rights?
So, we figured out the right to return goods of good quality - but what about the return of money paid for it? If the consumer complies with the deadlines and requirements for the return of high-quality goods, if the seller does not have similar options at the time of the buyer’s request, the latter has the right to demand a refund of paid for this thing money (this is provided for in Article 25 of Law No. 2300-1 of February 7, 1992, which protects the rights of consumers).
The purchase price must be returned to the consumer within 3 days of its return. By the way, there is also such an option as an agreement between the parties to the transaction on the exchange of goods later (after its analogue goes on sale, about which the buyer must be immediately notified).
If the seller refuses to satisfy the consumer's legal requirements, then the latter is entitled to file a claim with the store administration and Rospotrebnadzor or apply to the courts with a statement of claim. When drawing up a claim, it is important to remember that it must be drawn up in 2 copies: one is transferred to the seller, and the second remains with you (the date, position and personal signature of the person who accepted the document must be affixed on it).
What should I know about returning technically complex goods of good quality?
It is not possible to return goods of good quality, which are classified as technically complex, according to the norms of the current legislation. Decree of the Government of the Russian Federation No. 55 of January 19, 1998 approved a list of goods and devices that are not subject to exchange - and goods that are technically complex are included in this list.
A technically complex product can be returned to the seller only if it is of inadequate quality. In this case, the return is made in general order, while the buyer has the right to demand a reduction in the purchase price of the product, its replacement with a similar / other product with a commensurate recalculation of the cost, or compensation for the cost of repairing the device. If the defects found are significant, then when returning the goods, the buyer can safely claim a return purchase price and termination of the contract of sale.
According to Article 502 of Russian Federation’s Civil Code and Article 25 of the Law "On Protection of Consumer Rights", a consumer can exchange or return goods while simultaneously complying with the following conditions:
No more than 14 days have passed since the purchase (the day of purchase isn't taken into account);
- the goods are non-food;
- the goods are of proper quality (if they aren't - see);
- the goods were not in use, i.e. packaging is in good state, there are no signs of exploitation, complete set is kept (in case of loss of packaging, tags, labels, etc., return or exchange is possible by agreement with the store manager);
- consumer properties are retained;
- there are documents that confirm the payment (if they are not available, it is necessary to establish the precise date of purchase, and only then return / exchange is possible by agreement with the store manager);
- the goods are not included in the ;
- the goods are not technically complex.
Complying with these conditions, the purchased goods can be:
Exchanged for the similar ones at the same store where the product has been purchased (at the discretion of the store manager, a return or exchange document is issued on presentation of the buyer's ID card);
- returned to the seller and get a refund (in the case of non-cash payment, the refund is made accordingly).
Warranties and terms of return for the inadequate quality goods
The product of inadequate quality has a minor or major defect.
A minor defect is a non-compliance of the product with the mandatory requirements provided for by the law or the contract's terms, or with the purposes for which the goods are used, or with the sample and / or description.
A major defect is the one that cannot be fixed and requires disproportionate expenditure of time or money, or has been identified more than once, or has reappeared after its removing.
When finding a defect, the consumer is entitled to:
Require replacement of the product of the same brand / model / article;
- require exchange for the same product of another brand, and payment of the difference;
- require a fair price cut;
- require free repair of the defects or third compensation for the work to be done by a party;
- cancel sales agreement and demand a refund.
A consumer can exercise these rights only if a seller hasn't been informed about the item's inadequate quality upon purchase. A consumer may complain of other defects than those indicated by the seller too.
If an additional check or expert review is required to establish the breakdown cause, it must be fulfilled within 20 days from the time the requirement has been raised.
If the seller doesn't have the necessary goods, the ones of inadequate quality must be replaced within a month from the date the requirement has been raised.
If the repair takes more than 3 days from the date of the claim, the consumer may require providing him/her with a similar product free of charge for the repair period.
Warranties and terms of return of the inadequate quality bicycle
All bicycles are covered by the manufacturer's brand warranty (on the frame and accessories separately) according to the terms specified in the attached warranty card and in the “Warranty” section.
Important!
Tires, inner tubes, sprockets, chains, drive cables and brake pads are consumable materials. For this reason claims are accepted only if a manufacturing defect is detected within one week from the date of sale.
Cuts, punctures and rips of inner tubes and tires, rips of cable drives housing, abrasion of tires and brake pads, sprockets, chains in operation are not covered by the warranty.
Compensation of transportation is not included in the seller's warranties (however, it is possible, depending on the circumstances and via separate agreement).
The list of goods that cannot be returned or exchanged
The “List of goods that cannot be returned or exchanged” includes:
Sewn and knitted underwear, hosiery (for example, balaclavas, scarves);
- food contact items and materials made from polymers (for example, bicycle flasks, thermos, bottles);
- motorcycles and bicycles (if you don't like the bike or it doesn't fit you, you can talk over the possibility of exchange or refund with the store manager; remember that in this case it's not binding but the seller can do a favor);
- household computing and multiplying equipment;
- technically complex products.
Refund upon application for purchase return
If the goods were paid for with a bank card or via the WebMoney, Yandex.Money and QIWI Wallet payment system, the cancellation of the payment transaction takes place within five working days from the date when the writing or electronic application for the goods' return has been accepted. Please note that the refund to the payer's account may take up to 30 days, it depends on the type of payment system. More information you can get by contact the support service of the corresponding payment system or the card-issuing bank. Remember that when you return the goods paid by credit card, the refund is made only on the card you've used when paying for the purchase.
If the item was paid in cash, you can get a refund on the day you applied for purchase return on weekdays.
The terms and methods of returning or exchanging goods depend on the following factors:
- Are you satisfied with its quality?
- Does the item you purchased belong to The list of technically complex goods is approved by the Government of the Russian Federation. It includes:
- light aircraft, helicopters and aircrafts with an internal combustion engine (with an electric motor);
- cars, motorcycles, scooters and vehicles with an internal combustion engine (with an electric motor), intended for movement on public roads;
- tractors, motoblocks, motor cultivators, machines and equipment for Agriculture with an internal combustion engine (with an electric motor);
- snowmobiles and vehicles with an internal combustion engine (with an electric motor), specially designed for movement on snow;
- sports, tourist and pleasure vessels, boats, boats, yachts and transport floating facilities with an internal combustion engine (with an electric motor);
- navigation and wireless communications equipment for domestic use, including satellite communications, having a touch screen and having two or more functions;
- system units, stationary and portable computers, including laptops, and personal electronic computers;
- laser or inkjet multifunctional devices, monitors with a digital control unit;
- satellite television sets, game consoles with a digital control unit;
- TVs, projectors with a digital control unit;
- digital photo and video cameras, lenses for them and optical photo and cinema equipment with a digital control unit;
- refrigerators, freezers, combined refrigerator-freezers, dishwashers, automatic washing machines, dryers and washer-dryers, coffee machines, food processors, electric and combined gas-electric stoves, electric and combined gas-electric hobs, electric and combined gas-electric ovens, built-in microwave ovens, robotic vacuum cleaners, air conditioners, electric water heaters;
- wrist and pocket watches, mechanical, electronic-mechanical and electronic, with two or more functions;
- electrified tools (hand-held and portable electric machines).
- whether 15 days have passed since the purchase or not (if the product is technically complex);
- Did you buy the product online or offline?
Please note: if during the sale of the goods the seller informed you about the defect of the goods and you will not find other shortcomings in it, you will not be able to return it as a product of inadequate quality. However, if you find a defect that was not specified at the time of purchase, you can return it.
2. How do I return or exchange an item that doesn't fit?
If you ordered a product in the online store, but have not yet had time to receive it, you can refuse it at any time. If the goods have already been paid for in advance, the seller is obliged to return the funds you spent. The exception is products made especially for you to order - you cannot refuse them.
If the product has already been received, you are satisfied with its quality, but it did not suit you or, for example, you did not like it, you can return (not exchange!) it:
- within seven days after receipt - if at the time of the transfer of the goods you were provided with information in writing on the timing and procedure for returning the goods;
- within three months from the date of transfer of the goods - if such information was not provided in writing.
you can return any product purchased in the online store, but only if its presentation and consumer properties are preserved.
To return the goods, you must provide the seller with a document confirming payment (receipt). If there is no such document, you can provide the seller with other proof of purchase (screenshot from personal account, letter to email and so on).
At the time when you return the goods, an invoice or an act on the return of the goods must be drawn up, which must be signed by you and the seller. The seller is obliged to return the amount of money you paid no later than 10 days from the date you submitted the relevant request. In this case, the delivery of goods from the buyer to the seller is paid by the buyer.
If you purchased from an offline store goods of proper quality, but it did not suit you in shape, dimensions, style, color, size or configuration, you can exchange it for a similar product of the shape, style, color, size or configuration that suits you within 14 days, not counting the day of purchase. Please note there is Not subject to return or exchange the following products good quality:
- personal hygiene items (toothbrushes, combs, hair clips, hair curlers, wigs, hairpieces and other similar products);
- perfumery and cosmetic products;
- textile goods (cotton, linen, silk, woolen and synthetic fabrics, goods from non-woven materials such as fabrics - ribbons, braid, lace and others); cable products (wires, cords, cables); building and finishing materials (linoleum, film, carpets and others) and other goods sold per meter;
- garments and knitwear (sewing and knitted underwear, hosiery);
- products and materials fully or partially made of polymeric materials and in contact with food products (tableware and kitchen utensils, containers and packaging materials for storage and transportation of food products, including those for single use);
- products household chemicals, pesticides and agrochemicals;
- household furniture (furniture sets and sets);
- jewelry and other products made of precious metals and (or) precious stones, cut precious stones;
- automobiles and motorbike goods, trailers and numbered units for them; mobile means of small-scale mechanization of agricultural work; pleasure craft and other watercraft for domestic use;
- technically complex household goods for which warranty periods are established (household metal-cutting and woodworking machines; household electrical machines and devices; household radio-electronic equipment; household computing and duplicating equipment; photographic and film equipment; telephone sets and facsimile equipment; electric musical instruments; electronic toys, household gas equipment and devices; wrist and pocket watches, mechanical, electronic-mechanical and electronic, with two or more functions);
- civilian weapons, main parts of civil and service firearms, cartridges for them;
- animals and plants;
- non-periodical publications (books, brochures, albums, cartographic and musical publications, sheet art publications, calendars, booklets, publications reproduced on technical media information).
The exchange of goods is carried out if it was not in use, its presentation, consumer properties, seals and factory labels are preserved.
If the seller does not have a similar product on the day of your appeal, you can, by agreement with the seller, pick up a similar product when it goes on sale or withdraw from the sales contract and require the seller to return the funds paid for the product. In this case, the amount paid by you must be transferred to you within three days after the return of the goods.
To exchange or return goods, you need to present the sales receipt or cash receipt to the seller. If you do not have a sales or cash receipt, you can submit another document confirming payment for the goods or refer to witness testimony.
3. What can I expect when returning (exchanging) a defective product?
If you find a defect in the purchased product, and its Guarantee period- the period during which, in the event of a defect in the product, the seller, manufacturer or an organization authorized by them or an individual entrepreneur are obliged to satisfy the consumer's requirements for repair or replacement of the product, reduction of the purchase price, return of the amount paid for it, and so on.
">warranty period, Life time- the period during which the manufacturer undertakes to provide the consumer with the opportunity to use the product for its intended purpose. It is mandatory for durable goods, which, after a certain period, may pose a danger to the life, health of the consumer, harm his property or the environment., or Best before date- the period after which the goods are considered unsuitable for their intended use. It is installed on food, perfumery and cosmetic products, medicines, household chemicals and other similar products. have not passed yet, you can in any case count on:- if you eliminated defects yourself or with the involvement of specialists;
- (discounts).
If you have purchased a non-technical product, or if 15 days have not passed since the purchase of a technically complex product, you can also count on:
- for goods of the same brand (model, article) or replacement of goods for the same product of another brand (model, article) with a corresponding recalculation of the purchase price;
In addition, if a low-quality product causes you losses, you can claim compensation for them.
You have the right to make these claims during the warranty period, service life or shelf life, and if the service life is not established, within 10 years from the date of purchase of the goods.
Please note that in any of these cases, you will need to provide the seller with a document confirming payment (receipt). If there is no such document, you can provide the seller with other proof of purchase (a screenshot from your personal account, an email, and so on).
In the event of a dispute about the reasons for the appearance of a defect in the goods, the seller is obliged to send it for examination at his own expense. However, if it turns out that the goods are damaged through no fault of their own, you will need to reimburse the costs of the examination and the related costs of storing and transporting the goods. You can challenge the decision of the experts at your own expense.
If, as a result of the examination, it turns out that the goods were damaged through no fault of the seller, you can apply with claims to the manufacturer, or to other authorized manufacturers, or to sellers-organizations and individual entrepreneurs ( service centers, suppliers, and so on) on the same basis as to the seller. They can also conduct an examination.
The consumer has the right to participate in the quality control of goods. AT
4. How to get the repair of low-quality goods at the expense of the seller?
If the goods were damaged through no fault of yours, the seller, manufacturer or an organization authorized by them or an individual entrepreneur are obliged to take the goods from you. It is better to determine the term for eliminating deficiencies in writing - in this case, it cannot exceed five days. If during the repair it becomes obvious that it is impossible to eliminate the deficiencies within five days, the parties may conclude an additional agreement to extend the repair period.
If the deadline for the elimination of defects in the goods is not specified in writing, according to the law, the defects must be eliminated immediately - that is, in minimum term required for such repairs.
Please note that the delivery of oversized goods and goods weighing more than five kilograms for repair, as well as its return to the consumer, is paid by the seller (manufacturer or an organization or individual entrepreneur authorized by them).
You must provide a similar product while the durable goods are being repaired. Its delivery must be provided by the seller, manufacturer, authorized organization or individual entrepreneur - depending on who you contacted - within three days. But this rule applies For temporary use you can not get:
- pleasure boats;
- furniture;
- weapon.
5. How to get reimbursement for the repair of low-quality goods?
If you purchased a defective product, you can repair it yourself or with the involvement of third parties - you must reimburse the costs for this within 10 days from the date of presentation of the relevant claim, but you will need to provide evidence of the repair.
In addition, the seller may doubt that the product was defective. In this case, he has the right to conduct an examination. He must do this at his own expense, but if, as a result of the check, it turns out that the goods were damaged through no fault of his (or, for example, through the fault of the manufacturer), you will have to reimburse the costs of the examination, as well as the transportation and transportation associated with it. storage of goods. Remember that the consumer has the right to participate in the quality control of goods. You also have the right to challenge the results of the examination at your own expense.
With a claim for reimbursement of repair costs, you can also contact the manufacturer or other organizations and individual entrepreneurs authorized by the manufacturer or seller (service centers, suppliers, etc.) on the same grounds as the seller.
6. How to achieve a markdown of low-quality goods?
In case of detection of defects in the goods that have arisen through no fault of yours, you can demand from the seller, manufacturer or organizations authorized by them and individual entrepreneurs to give you a discount on this product.
The claim must be satisfied within 10 days from the date of presentation.
The seller (manufacturer, authorized organization or individual entrepreneur) must pay for the delivery of bulky goods and goods weighing more than five kilograms for markdown, as well as their return to the consumer.
7. How to get a defective product replaced?
If the product was damaged through no fault of yours, the seller is obliged, at your request, to replace it with exactly the same (same brand, article), but of good quality or with a similar product of a different brand (article). At the same time, if a product of another brand is more expensive, you will need to pay extra, if it is cheaper, the seller will return the difference to you.
You must return the defective item to the seller. A new one is provided to you within seven days (and if additional verification is necessary - 20 days) from the date of presentation of the relevant request. Therefore, it is better to record the fact of the transfer of goods in writing.
Delivery of bulky goods and goods weighing more than five kilograms for replacement, as well as delivery of new goods to the consumer, must be paid by the seller (manufacturer, authorized organization or individual entrepreneur).
If it takes more than seven days to replace an item, you can request a loan of a similar item. The seller must ensure its delivery within three days from the date of your request. But this rule applies Cannot be obtained at the time of product replacement:
- cars, motorcycles, as well as other types of motor vehicles, trailers and numbered units for them (except when they are used by disabled people);
- pleasure boats;
- furniture;
- electrical household appliances used as toilet items and for medical purposes (electric shavers, electric hair dryers, electric hair curlers, medical electric reflectors, electric heating pads, electric bandages, electric blankets, electric blankets, electric brush hair dryers, electric hair curlers, electric toothbrushes, electric hair clippers and other devices having contact with the mucous membrane and skin);
- household appliances used for thermal processing of products and food preparation (household microwave ovens, electric ovens, toasters, electric boilers, electric kettles, electric heaters and other goods);
- weapon.
If the product was damaged through no fault of yours, but not through the fault of the seller, you can contact the manufacturer, or other authorized manufacturers, or sellers-organizations and individual entrepreneurs (service centers, suppliers, and so on) with a request to replace the goods at on the same grounds as the seller. But they can only replace your product with a product of the same brand.
8. How to get a refund for a defective product?
If you purchased a non-technically complex product (and also if 15 days have not passed since the purchase of a technically complex product), but the product turned out to be of poor quality, you can count on a refund of the amount paid. In any case, you will need to provide the seller with a proof of payment (receipt). If there is no such document, you can provide the seller with other proof of purchase (a screenshot from your personal account, an email, and so on).
If the warranty period, shelf life or service life of the goods is not established, or if the warranty period of the goods is less than two years, these claims can be made within two years from the date of receipt of the defective goods. However, in this case, you will have to prove that the defects of the goods arose before you received the goods, and for reasons beyond your control.
If it is proved that the goods were damaged through no fault of yours, the seller, manufacturer, or an organization authorized by them are obliged to return the funds paid for the goods to you within 10 days from the date of presentation of the relevant request, and you are obliged to return the goods.
Delivery of bulky goods and goods weighing more than five kilograms is paid by the seller (manufacturer, authorized organization or individual entrepreneur).
9. How do I return an item purchased on credit?
According to the law "On the Protection of Consumer Rights", if you return goods of inadequate quality purchased on credit, the seller is obliged to return to you the amount of money paid for the goods in the amount of the loan repaid by the date of return, reimburse the interest paid and other payments under the contract, and also reimburse the fee for granting a loan.
At the same time, at the request of the seller and at his expense, you must return the received goods of inadequate quality.
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